Customer Service Supervisor

Job Description

Are you looking to become part of an innovative and market leading organisation that looks after some of the biggest brands in the UKAre you an experienced Customer Service professional looking to build a career with a well-established company, or are you looking for that first step into an office roleWe are looking for special people to join us and bring an innovative spark with them. We solve problems and overcome challenges for a living here, so positive energy flows through our veins.We have a fantastic opportunity for a Customer Service Supervisor to join us in our Farnborough Contact Centre.Reporting to the Call Centre Manager, this role provides support to the Manager by ensuring that on a day-to-day basis all Client customer service and data entry work is prioritised, distributed and closely monitored to ensure that Client service levelsare met and all escalated queries are identified and treated effectively in a timely manner. The customer service supervisor is a key member of the team who should be able to deliver excellent customer service. Key responsibilities:

• Prioritise workloads for the team.
• Checking throughout the day that workloads are being managed by the team and that assigned tasks are being completed and SLA achieved.
• Ensuring that you have Lunches and Breaks cover is provided so that SLA achieved.
• Quality check advisors work to ensure required standard are met and to identify any training requirements.
• Problem solve day to day issues for a quick resolution to meet the customers needs and identifying trends and training needs.
• Ensure that the client is kept happy and satisfied by providing prompt responses and solutions to their challenges at all times.
• Acting as a coach to existing members of the team to improve performance and productivity.
• Communication to team members of changes in processes and procedures.
• Work with Call Centre Manager to facilitate structured training sessions for new and existing employees.
• Undertake various tasks which consist of email responses, correspondence, escalation phone calls, and customer complaint resolution either on the phone or in writing.
• To act as a role model by following company and client procedures, maintaining a can-do attitude at all times.
• To use various Client/Company software competently.
• Motivate team members to retain staff.
• To be actively involved in recruitment for new team members.

We would welcome applications with the following skills; Customer Service, Advisors, Call Centre, Phone, Admin, Office, Administration, Telephony, Communication, Contact Centre, Inbound, Supervisor, People Manager, Development, Trainer, People Management. Benefits

• Enhanced Annual Leave entitlement; starting at 31 days (including public holidays), increasing up to 36 days with long service
• VIP Discounts on select clients products and services.
• Access to our prestige Benefits and Rewards Portal; including discounts on High-street shopping, days out, entertainment and food & drink, including popular brands such as Apple, Samsung, and Buyagift.
• Long Service Rewards; both financial and leave based.
• Health Cash Plan; in which you can get money back on health treatments such as prescriptions, eye care, dental, and more.
• Life Assurance Scheme; A scheme that may provide a lump-sum payment should you die whilst employed by the company.
• Career Development Opportunities; through E-Learning, Management Development Programmes, and Apprenticeships in which you can gain professional qualifications during working time at no cost to yourself.
• Access to a well-established Employee Assistance Programme provider; who provides support to our people and their families in areas such as their health and wellbeing.

And other excellent benefits youd expect from a market leader. Essential Skills

• Excellent verbal and written skills.
• Good people and interpersonal skills.
• Maintain calmness under pressure.
• Undertake tasks with speed and accuracy.
• PC literate with a good knowledge of Microsoft Office packages.
• Strong attention to detail and organisation skills.
• Confident working both alone and with a team.
• Pro-active with a "can-do" attitude.
• Quick Learner.
• Ability to prioritise work.
• A minimum of 2 years experience in a customer service-based role.
• A minimum of 2 years experience in an administrative based role.

Desirable Skills

• Previous people management experience is desired, but not essential.

About Company Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billionitems annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.Due to the nature of our business, this role may be subject to a basic DBS check.

Keyskills :
AdminCall CentreCommunicationContact CentreCustomer ServiceSupervisorTelephonyTrainerAdministrationPeople ManagementInboundDevelopmentOfficePeople ManagerPhoneAdvisors